I knew there's apparently only
one person in charge of the software and also knowing about the (for me, overall acceptable) delays due to various reasons like world politics and upcoming BX8C shipments, I remained patient. The encountered issues were not of pressing nature either. After a while and contact through PM on ASR, we could establish appointments for remote support and then the issues were quickly resolved.
- It is appreciated they use RustDesk for remote connection, since it is cross-platform compatible (well, the end-user is bound to Windows due to the HFD software requirements) and open-source (Server can even be self-hosted), so it verifiably does not collect + sell your data and follows very high IT-security standards. None of the other more famous options like TeamViewer or AnyDesk fall into all these categories.
- Furthermore, for the same concept of enhanced privacy and IT-security, I was delighted the technician agreed on Signal messenger for easier support communication. Really great to see a company that's not even situated in, but does sell into the EU to be willingly GDPR compliant (which would not be the case with WhatsApp etc.).
After the RustDesk connection was established, the technician required to download a configuration file and as it should be, I was asked whether he could do so before opening the web browser and continuing with his work (although I would not have complained - I was monitoring the session). Well, the files could be hosted on a private / privacy respecting server rather than Google Drive but there's always room for improvement.
So overall, some settings which require password access were adjusted, as well as the DSP update to V1.1 applied. If someone questions why there's no instructions on how to do it yourself, I agree on AsciLab's procedure to have these settings locked, as many people would else either degrade performance of their speakers or even render them unusable. What's locked behind the admin access is not a DIY playground; but maybe we can expect an
end-user friendly update process soon...
Some suggestions, if you require remote support:
- Do not use a VM for Windows, as correct USB driver pass-through is not guaranteed and this could lead to further issues
- As per their manuals, read the chapter and download RustDesk only through the official website ( https://rustdesk.com ), keep it updated and monitor your support session (also to be of assistance when required, like for plugging in and unplugging the speakers through their USB port)
- [Consider using a local, non-administrator Windows account]
- If applicable and you have the possibility, change your Windows display language temporarily to English; I'm sure the technician would welcome that^^
- Be flexible, as with time zone differences [South Korea is UTC+9] it might be challenging to meet with their working hours
We, two C8C customers, like to thank AsciLab for the pleasant experience and if they manage to keep support and service timings with spare parts availability reasonably short on the long run, through themselves and their authorized dealers, I see no reason to not recommend their products for professional studio monitoring - where a quick solution is required
if something breaks (besides, one should always have backup speakers ready) - already at this early stage (meaning young, but very ambitious, company).
I also trust they'll use stronger glue on new batches of trim rings and grilles to keep all the magnets in place when switching from one to the other,
@AsciLab.
